Job Summary:
Responsible for diagnosing and troubleshooting technical issues and helping customers by addressing queries and resolving issues. Reports defects, offers suggestions for product improvement, contributes to product knowledge and helps make future technical support easier. Is also responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.
Key Roles and Responsibilities:
- Document, track, and monitor issues to ensure a timely resolution
- Interact with development and deployment teams to restore service and identify and correct root cause of problems
- Install and configure software and hardware
- Ensure security through access controls, backups and firewalls
- Upgrade systems with new releases and models
- Administer servers, desktop computers, laptops, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches
- Build internal technical documentation, manuals and IT policies
- Ensure company IT assets are tracked as per best practices and the inventory is managed effectively
Skills and Experience:
- BTeche in Computers or Information Technology or related field
- Experience of 4-5 years as a Technical Support Engineer, System Administrator or Network Administrator
- Hands-on experience with Windows/Linux (Ubuntu/RedHat/CentOS – Current)/Mac OS environments and Exposure to networking concepts and configuration
- Strong understanding of incident, change and problem management
- Excellent problem-solving, troubleshooting, collaboration and communication skills.
- Ability to provide step-by-step technical help, both written and verbal
